PS Account Delivery Specialist

PS Account Delivery Specialist

Lenovo India Private Limited
Kuala Lumpur Malaysia
5-8 years
Not Specified

Job Description

Job Description :
Position Description: • Work with Sales, Service Delivery Manager, Call Center, Customer Care and vendors to monitor the Key Performance Indicators for Key Accounts and review customer case trends to identify potential customer satisfaction situations • Ownership and execution of the post sales escalation process for Key Accounts, including: o Facilitate the resolution effort and determines when it is necessary to engage additional resources and /or escalate to the next level if the resolution effort is stalled. o Coordinate with internal and external teams on resources, issues and schedules o Maintain contact with all other relevant customer groups within Lenovo to ensure support for resolution of customer issues, consistency of approach and smooth cross department co-operation • Drive Continuous Service Improvement o Identify customers who would benefit from Premier Support and pass leads as part of a retrospective o Create and maintain recovery playbooks for commonly occurring customer patterns and issues o Identify gaps in business processes and practices impacting the efficiency of the organization and/or the service experience provided to our customers o Identify and lead/collaborate with internal and external teams to improve customer experience and customer stickiness Position Requirements: • A highly committed individual with strong problem solving and analytical skills • Ability to work in a fast-paced, time sensitive customer service environment • Ability to work under extreme pressure and adapt communication style to the audience. • Ability to facilitate collaboration and achieve consensus in cross- functional teams. • Ability to communicate and engage across multiple organizational levels up to and including executive levels • Ability to develop strong internal relationships (sales, services, vendors etc) • Ability in program/project management ability to drive successful business outcomes • Is proactive in nature and seeks ways to address issues before they get escalated • Strong formal presentation and effective communication skills Qualifications • 5+ years of experience required in a Customer Support / Service Delivery environment • Expertise in service delivery & / or technical account management in a post & / or presales environment is desired • Profound understanding of Service Delivery and Quality, Metrics and Customer Experience desired • Must be fluent in verbal and written English • Experience working in MNC environment, interacting with regional counterpart

We are an Equal Opportunity Employerand do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

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